Knowledge Center database in service"Using the database has allowed us primarily to minimise solution research effort in Service. Through automatic sorting of the returned search terms according to topic, the requirement for time-consuming, manual sifting through the search results to locate the actually desired content is eliminated in practice", says Björn Feber, project lead at ARBURG, describing the advantages of the active Knowledge Center database. At ARBURG, knowledge management technologies make around 6,000 documents available in service at only two or three clicks through a central portal. This provides the more than 200 service employees, both back office and field sales, with extremely fast access to relevant documents and to all individually required content. The system, which is also available offline, automatically provides for intelligent compilation of content and searches all relevant knowledge sources for this purpose.
Digital transformation in serviceIn addition to the award-winning knowledge management, ARBURG employs a wide range of further digital tools in service that help make customer support more efficient. Examples include the digital spare parts ordering system that has already been available for a long time, the ARBURG Remote Service, which is also included in one of the new digital assistance packages, or the SAP-based tool "mobileX", which facilitates even more specific and faster worldwide coordination among ARBURG service technicians. And the expansion of digital transformation in service and all other departments is being continuously further developed at ARBURG.